Service Owner – Operational Excellence

Role Overview
The Head of Operational Excellence will lead the design, implementation, and continuous improvement of service delivery frameworks across the GCC. This role will be accountable for service management, governance, process excellence, and operational maturity aligned with global enterprise standards.
The position will drive ITIL-led service management processes and maturity, ServiceNow platform optimization, service portfolio definition, project governance, and enterprise-wide reporting, while also playing a key role in capacity planning, talent strategy, and operational scalability for the GCC.
Key Skills & Competencies
Strong expertise in ITIL framework and ITSM practices
Deep experience with ServiceNow platform (ITSM, ITOM, CMDB, ITAM)
Proven track record in GCC setup/scale and operational leadership
Strong program/project management governance expertise
Experience in defining service catalogs, SLAs, KPIs
Excellent analytical, reporting, and dashboarding capabilities
Strong people leadership, stakeholder management, and influencing skills
Exposure to automation, AI/ML in IT operations (preferred)
Lean / Six Sigma certification (preferred)
Qualifications
Bachelor’s degree in Engineering / IT / Computer Science
MBA or equivalent (preferred)
ITIL Certification (Expert/Managing Professional preferred)
PMP / Prince2 / Agile Certifications (preferred)
15-20 years of Industry experience
Success Metrics
Service delivery performance (SLA adherence, CSAT, quality metrics)
ServiceNow adoption and maturity
Efficiency gains and cost optimizations
Talent retention, capability growth, and internal mobility
Quality of reporting, insights, and decision enablement
Project delivery success rates
Leadership Expectations
Strategic thinker with execution excellence
Ability to build and scale GCC capabilities
Strong collaboration with global IT and business leaders
Focus on innovation, transformation, and continuous improvement
Key Responsibilities
1. IT Service Management & ITIL Governance
Lead and institutionalize ITIL-based service management processes (Incident, Problem, Change, Release, Service Request, etc.).
Ensure process standardization, compliance, and continuous improvement across all GCC service streams.
Define, monitor and report service KPIs, SLAs, OLAs, and operational metrics in collaboration with Service delivery function
Establish governance forums and drive service review cadence with stakeholders.
2. ServiceNow Platform Ownership
Own and evolve the ServiceNow platform strategy, roadmap, and adoption.
Ensure optimal utilization across ITSM, ITOM, CMDB, Asset Management, and workflow automation.
Collaborate with global teams to implement enhancements, integrations, and automation initiatives.
Drive data quality, platform governance, and user experience improvements.
3. GCC Service Portfolio & Offering
Define and maintain the GCC service catalog and service offerings aligned to enterprise needs.
Establish clear service scope, delivery models, pricing constructs (if applicable), and engagement frameworks.
Create standardized service documentation, playbooks, and onboarding frameworks.
Drive alignment with global IT and business stakeholders.
4. GCC Project & Program Management Oversight
Oversee project management discipline within GCC, including governance frameworks, PMO standards, and execution rigor, and collaborate with functional project managers and Global portfolio team
Ensure consistent delivery methodologies (Agile/Waterfall/Hybrid).
Track project portfolio health, risks, dependencies, and value realization.
Establish reporting and steering mechanisms for leadership visibility.
5. Asset & Configuration Management
Drive end-to-end IT Asset Management (ITAM) strategy including lifecycle management, compliance, and optimization.
Ensure robust CMDB governance and accuracy across IT landscape.
Optimize asset utilization, cost control, and vendor alignment.
6. Resource Planning, Hiring & Capability Building
Own workforce strategy and capacity planning aligned to GCC growth roadmap.
Lead hiring strategy, talent acquisition, and onboarding for delivery teams.
Establish competency frameworks, training programs, and career progression models.
Build a high-performance culture focused on continuous improvement and innovation.
7. KPI, Reporting & Insights
Define and own enterprise-level dashboards and reporting frameworks across all GCC towers.
Provide actionable insights through data analytics, trends, and performance indicators.
Drive transparency and executive reporting for leadership and global stakeholders.
Enable data-driven decision-making and operational excellence.
8. Continuous Improvement & Transformation
Champion Lean, Six Sigma, and automation-driven improvements.
Identify opportunities for process optimization, cost efficiency, and service quality improvement.
Drive digital transformation initiatives within service delivery.
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